Knowledge Base Feature Overview

Knowledge Base Feature Overview

The Knowledge Base lets Nobi answer customer questions using information from your own documentation, policies, guides, and other content sources. Nobi can draw from any documents you've indexed to provide accurate, helpful answers that are cited in Nobi’s responses with the original source.

What Is The Knowledge Base?

The Knowledge Base is a collection of documents you upload or link to that Nobi can reference when answering customer questions. These documents are automatically processed, chunked, and indexed so Nobi can quickly find relevant information to answer queries.
Supported sources:
  • Web pages - Add URLs to index content from your website, help center, or documentation
  • PDF documents - Upload policy documents, user guides, product manuals, or any PDF content
  • Uploaded files - Drag and drop documents directly into Nobi
When customers ask questions, Nobi searches your knowledge base alongside your product catalog to provide comprehensive answers. If information comes from your knowledge base, Nobi includes inline citations showing exactly which documents were referenced.
Nobi’s knowledge base management screen
Nobi’s knowledge base management screen

How the Knowledge Base Works

1. Add Documents

Add content to your knowledge base in two ways:
URL indexing - Provide URLs to web pages you want indexed. Nobi fetches the content, extracts text, and processes it for search.
File upload - Upload PDF documents directly through the dashboard. Files are securely stored and processed the same way as web pages.
Learn more about adding documents →

2. Semantic Search at Query Time

When customers ask questions:
  1. Nobi analyzes the question to understand intent
  1. Determines if it needs to pull information from your knowledge base
  1. If so, Nobi retrieves the most snippets from your knowledge base and uses those to generate accurate answers, along with citations t the sources

3. Automatic Refreshes

Documents are refreshed twice daily. This ensures information stays current without manual maintenance.

Citations and Source Attribution

When Nobi uses knowledge base content to answer questions, responses include:
Inline citation pills - Small numbered badges appear inline where information from a source was used. Customers can click to view the source.
Source tooltips - Hovering over citation pills shows a preview with the document name, date, and relevant excerpt.
Sources sidebar - A "Sources" button below each message lets customers view all referenced documents in a sidebar with direct links.
This transparency builds trust and lets customers verify information from your official sources.